Our procedure for submitting complaints
Updated 20/01/2026
ABEL Utilities joins Ombudsman Services as a member of The Energy Broker Alternative Dispute Resolution (ADR) Scheme
The Energy Broker ADR Scheme provides an impartial dispute resolution service and insight to help brokers to improve their service, processes, and customer experience.
For more information, visit the Ombudsman Services website here.
Step One
Log your complaint with us by phone, letter, or email.
Step Two
Your complaint will be investigated, and we will respond to you within three working days, and we will try to resolve it, where possible, within 10 working days.
Step Three
If you are unhappy with the outcome, then you can ask for, or we’ll get you a second opinion from another expert or manager to reach a fair outcome we’re all happy with.
Together, we’ll agree how and when we’ll keep you up to date on your complaint’s progress.
Step Four
The Energy Ombudsman is a free, independent and impartial service. If we don’t agree on a resolution, you can contact the Energy Ombudsman if we’ve sent you a final offer letter or if we haven’t resolved your complaint within 8 weeks. You can contact them on 0330 440 1624, email enquiry@ombudsman-services.org, visit ombudsman-services.org or write to PO Box 966, Warrington, WA4 9DF.
The Energy Ombudsman will carry out an independent investigation on your behalf and any decision reached by them that you accept is binding on us, but not on you. As part of resolving your complaint; they may ask us to do one or more of the following:
– Apologise.
– Give an explanation.
– Take action to correct things for you.
– Award compensation.
Contact Information:
Phone: 01217589000
Email: enquiries@abel-utilities.com
Address: Business First
Blackpool Technology
Management Centre,
Faraday way, FY2 0JW
